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Advanced Diploma in Customer Services - Level 5
Course Level Level 5
Study Method Online
Course Duration 320 Hours
Start Date Ongoing
Endorsed By Endorsed By ABC Awards and Certa Awards
Pay in Instalment Full Fee £ 264, Deposite £ 48, ( £ 18/month )
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Pay in Instalment Full Fee £ 264, Deposit £ 48, (£ 18/month)
you can pay Staff Training Solutions using payatrader
Course Overview

Advanced Customer Service Skills

Ready to take your customer service career a step further?  Looking to climb the career ladder to a position of leadership? With an endorsed Level 5 Customer Service Diploma on your resume, the job of your dreams could be right at your fingertips!  Study advanced customer service skills online at a pace that suits you, for the chance to boost your CV with an endorsed diploma!  Explore the relationship between customer service quality and overall business performance, including a detailed breakdown of the effective customer service strategy!  Learn how to anticipate and consistently exceed customers’ expectations, provide quality training and development for customer service employees and handle even the most difficult customers with confidence!  Master the art of nurturing long-lasting customer relationships, as you build towards an endorsed Level 5 Customer Service Management Course from a recognised awarding body! If you’re ready to take your customer service career to the next level, we’re standing by to offer our full support!

Why Study Customer Service?

Taking a passive approach to customer service is no longer an option.  Today, consumers expect an entirely higher standard of service from start to finish.  To such an extent that research suggests most customers are happy to pay higher prices, if doing so means benefiting from superior customer service.  Quality customer care alone is becoming a key differentiator that separates successful businesses from those that struggle to compete.  As a result, large and small organisations worldwide are intensifying their focus on the provision of true customer excellence.  The result of which is growing demand for qualified and capable customer service specialists, who know exactly what it means to consistently exceed expectations.  By studying for accredited customer service certification online, you stand every opportunity to capitalise on growing demand for talented candidates.

Course Syllabus

Our biggest and best customer service certification program to date is ideal for newcomers and existing customer service agents alike, with no prior knowledge or experience necessary.  Master the art of effective customer service offer a series of 12 modules, each concluding with an online assessment:

Customer Service: An Introduction

A detailed introduction to the functions and objectives of customer service is provided in the first module, which also explores the duties and responsibilities of key customer service personnel.  The relationship between customer care quality and wider business performance is discussed, along with several common challenges in the field of customer service.

Building Customer Knowledge

The second module examines the importance of getting to know your customers at the deepest possible level.  Candidates learn how to effectively anticipate and consistently exceed customers’ expectations, implement efficient audience research and satisfy the needs of various different types of customers.  The consequences of substandard or inaccurate customer knowledge are also discussed.

What is a Customer-Focused Organisation?

Learners are then introduced to the various benefits of creating a customer-focused organisational culture, detailing the differences between true customer focus and a more passive approach to customer care.  The initial stages of developing a customer service strategy are explored, along with the importance of monitoring customer care performance and striving for its continuous improvement.

How to Develop a Customer Service Strategy

An in-depth introduction to customer service strategy development follows in module four, which introduces candidates to mission statements and vision statements.  Learners discuss the establishment of goals and objectives, the cornerstones of the effective customer service strategy and the functions of key customer service personnel respectively.

Implementing a Customer Service Strategy

The customer service strategy implementation stage is then detailed and discussed, in which candidates learn how to introduce and effectively integrate a new and improved service strategy.  Additional topics discussed include customer excellence as the basis of a marketing strategy and how to effectively evaluate the performance of an existing customer service framework.

Customer Service Training & Development

Workforce training and development requirements are explored in module six, which examines the duties and responsibilities of key customer service personnel.  The functions and objectives of employee training are discussed, along with the importance of prioritising employee development and an introduction to effective customer service training strategies.

The Importance of Good Communication Skills

Module seven turns attention to communication as a key contributor to a successful customer care strategy.  Candidates are introduced to several essential communication tools, resources and materials, along with the difference between internal and external customer communications and the components of a quality communication strategy.

Building Long-Lasting Customer Relationship

The business-wide benefits of nurturing strong customer relationships are examined in module eight, which explores the financial advantages of customer loyalty.  Techniques and strategies for improving customer retention rates are presented, along with the often-catastrophic consequences of widespread customer dissatisfaction.

Managing Unprofitable Customers

The concept of the ‘unprofitable’ customer is explored in module nine, guiding candidates through the process of establishing the true value of any given customer. Customer behaviours and habits are examined, along with the art of transforming unprofitable customers into profitable customers with a focus on long-term loyalty.

The Benefits of Customer Feedback in Customer Service

Module 10 explores the limitless value of customer feedback as part of an ongoing customer service strategy.  Candidates learn how to develop and implement an effective feedback-collection strategy, analyse the data collected and use direct customer input to take a customer service strategy to the next level.

Handling complaints

Some of the most common causes of customer dissatisfaction are explored in module 11, along with the types of customers who are more likely to complain than others.  The importance of responding promptly and professionally to every complaint is discussed, along with the art of turning even the most negative experiences into positive outcomes for the business and the customer.

Concept of Empowerment & Ownership

Bringing the course to a close, module 12 examines the potential benefits of empowerment and ownership in a customer service setting.  Candidates explore the extent to which employees should be authorised to perform key customer service functions, along with the consequences of restrictive attitudes and micromanagement in customer care.

Career Path

Studying for advanced customer service certification online could fast-track your progression up the leadership ladder. Whether new to customer service or already working in the field, targeted studies could make all the difference.  Completion of this course will prime you with the knowledge, skills and confidence needed to pursue a rewarding career in a customer service setting.  Typical job titles in customer service include public relations coordinator, customer service manager, team leader, customer relations specialist and countless others besides. Salaries vary from £20,000 to more than £50,000 in senior management positions.

Course Accreditation

At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme.  This means that Certifications for Professional Development Limited (CPD) has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 5 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner. 

The course itself has been designed by Certifications for Professional Development Limited (CPD) to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards/Certa endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met.  A review of courses is carried out as part of the endorsement process.

ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers.

Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.

Who should take this course

Staff Training Solutions is committed to flexible and affordable online studies, with none of the usual time-restrictions or entry-requirements to fulfil.  Our most advanced Level 5 Customer Service Diploma could be the ideal course for the following applicants:

  • Customer service agents pursuing promotion
  • Newcomers ready to take the sector by storm
  • Senior managers and supervisors at all levels
  • Business owners and prospective entrepreneurs
  • Customer service workers who lack qualifications
  • Jobseekers out to enhance their CVs

Whatever it takes to help you achieve your long-term goals, you can count on the committed support of Staff Training Solutions!  Get started on your Level 5 Customer Service Diploma today, or contact a member of our admissions team for more information!